Bilingual Call Center Assistant

QUALIFICATIONS

• You are a high school graduate (or equivalent) with previous call center, customer service, healthcare, reproductive health, or Planned Parenthood experience.
• You are a self-starter with excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks.
• If you are Bilingual (English/Spanish) that is a bonus.

KEY APPROACHES TO THE WORK:

• Organized Operator: You get stuff done, stay on top of lots of moving pieces, are detail-oriented and rarely miss a beat. Outstanding follow-through thanks to systems that help you stay organized and ensure you follow protocols closely. You are a systematic thinker, organizing your work so it is done timely and accurately.
• Equity and Inclusion Champion: You deeply value inclusion and actively contribute to a more equitable and inclusive organization. You are reflective and understand how your perspective is shaped and influenced by your identity. You accept responsibility for your own behavior and action in upholding an equitable and inclusive workplace.
• Communicator: Excellent communicator both written and verbal, adept at communicating notes and details (on conversations and care) in Electronic Health Records (EHR), as well as in providing clear guidance and support to patients; you bring calm and empathy to interactions in your communication and treat all with deep respect and care.

PRIMARY AREAS OF RESPONSIBILITY / ESSENTIAL FUNCTIONS

• Respond effectively to calls: You will schedule patients for the care and services they need, and help them navigate and pay for services, etc. You will manage a high volume of calls, collect and input patient demographics information accurately and timely, and schedule appointments for patients using Nextgen practice management system. You will transfer calls as needed and appropriate. You will provide information about all services offered by PPRM, including pre-appointment information as appropriate. You will refer callers to outside providers for services PPRM does not offer. You will respond to incoming calls that require following established emergency procedures. You will be able to discuss grants and funding sources with callers when appropriate. You will adhere to HIPAA practices and maintain client confidentiality.
• Abortion Care: We all work in abortion care, whether it is referrals, information, education, counseling, performing, scheduling, etc. In this role, you will provide care, education, and services for patients who have or may be seeking abortion care with PPRM.
• Operational support: You are often able to provide valuable capacity that supports a positive and efficient patient experience including electronically sending prescriptions to the pharmacy and document appropriately in Electronic Health Record (EHR). You will provide negative test results and document appropriately in EHR.